Ali Hamad Email & Phone Number

Dubai, United Arab Emirates

Dubai

Responsible for the following future & current products (cradle to grave):New Infotainment 3.0D2LC CruzeD2UC EquinoxD2UG TerrainCN202S

Dubai

• Investigate field product issues in current vehicles
• Analyze failure mode and root cause issues
• Work with the different platforms to implement solutions/Break points
• Support attainment of key Quality operating objectives – Warranty Frequency (IPTV - Incidents per Thousand Vehicles) and Cost (CPV – Cost per Vehicle)
• Evaluate effectiveness of platform sufficiency plans for Quality metric targets achievement.
• Confirm effectiveness of service bulletins and production solutions.

Dubai

• Supporting Special Tools program from all platforms for all dealers to ensure new tools availability to improve serviceability
• Supporting Service, technical, software & parts catogues delivery to dealers to improve serviceability
• Managing OE tire availability & related issues
• Managing Tire Assistance Program and budget
• Managing & supporting Courtesy Vehicle Program from all aspects
• Administration of the Product Liability Claims process and work on fast closure with relevant team & Field Team

Dubai

• Service Support for Hybrid vehicles testing and Maintenance
• Management of the Department Communications and Dealer Contacts
• Managing special parts programs where parts are to be sent through TAC(Technical Assistance Center) to dealers around the region but on a case by case basis
• Handling the MEO Service account which is utilized to supply service department related communication such as; Field Actions, Technical Bulletins, etc
• Management of Field Actions (Safety Recalls, Customer Satisfaction Programs, Service Updates, etc) for ME region (7 Platforms) – Dealer Communications, Parts, Tracking, Legal Communications, Media Communications and.
• Supplying monthly TAC Updates on emerging issues to TAC Dealer Contacts, Managers and Directors at all the dealers in the region

Dubai

• Handling a variety of inquiries and concerns from General Motors prospects and customers such as test-drives and product related issues from various sources including telephone, fax, mail, email and Internet. Inquiries.
• Selected as a Fleet specialist in the Customer Communication Center. Being the exclusive contact person for all Fleet-related communications in the Middle East for both, customers and retailers
• Generating leads for Fleet sales and coordinating with GM retailers throughout the Middle East in order to ensure satisfaction and delight GM customers
• Coordinating with the retailers and the GM Area Managers to resolve any warranty related issue for Fleet customers
• Conduct quarterly Service and Parts Operations Satisfaction Survey
• Review performance progress quarterly, versus Annual Operating Plans, and initiate performance improvement plans for sub-standard performance

Dubai

• Conducting outbound calls to BMW customers around the Middle East
• Dealing with VIP customers in the UAE and the Gulf
• Receiving Inbound calls from BMW customers in the Middle East
• Documenting customer comments in English & Arabic with proper spelling and grammar
• Codification of comments
• Liaising with the Production Department for complaints management and following up with customers